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A PRESENTATION BY:YAKEEN AGARWALA
BBS-I(E)
MISCOMMUNICATION AND BARRIERS
TO COMMUNICATION
SPECIAL THANKS TO
PARNEET
CHOPRA
SUMIT KUMAR
FOR HELPING ME WITH THE TECHNICAL STUFF
MISCOMMUNICATION IN PRODUCT EVOLVEMENT
As Marketing Requested It
As Sales Ordered It
As Engineering Designed It
As Production Manufactured It
As Maintenance Installed It
This is what too much of brain can do!!!
What the Customer Wanted
THUS WE CAN SEE HOW MISCOMMUNICATION CAN LEAD TO LOSSES
"To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others." ~Anthony Robbins ~
Communication Communication is a system of transmitting messages
using multiple components.
It is generally used to convey thoughts, feelings and/or ideas.
N O I S E
Miscommunication
It can happen to anyone
BE IT ST OR VP…Guess Who/What???
(LACK OF CLEAR OR ADEQUATE COMMUNICATION) HOW DOES MISCOMMUNICATION TAKE PLACE??
One side(either sender/receiver) doesn't communicate enough information.
Misinterpretation of the real meaning.Asynchronous communication: Mis- Typed
words.No communication
MISUNDERSTAND
It is when onegroup membergains aninterpretation thathe believes isaccurate, but inreality is not theinterpretation.(no understanding: did not gain any interpretation)
MISINTERPRET
It is when theinterpretation of agroup membersstatement suggeststhat his values andbeliefs are differentfrom the othergroup membersvalues and beliefs.
LYING & EVASION
It is deceptive communication. This acts as a way for the speaker to hide their actual beliefs or actions. Thus the speaker gains some power over the listeners because he has obscured the true beliefs or actions.
Dog for sale: eats anything and is fond of children.
Used Cars: Why go elsewhere to be cheated? Come here first!
Illiterate? Write today for help.Wanted: Man to take care of cow that does
not smoke or drink.Stock up and save. Limit: one.Tired of cleaning yourself? Let me do it.
Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
Message DistortionDownward CommunicationThrough Five Levels of Management
Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
received by worker 20%
Causes for MiscommunicationOrganizational structureDifference in statusLack of trustClosed communication climateIncorrect choice of mediumInformation overloadMessage complexityUnethical communicationPhysical distractions
Ice Breakers- play a very important role in small group communication. The sole purpose of an ice breaker is to get the members of the group to relax and participate in group
discussions. Examples
Who in your life has most influenced you? What is something you want people to remember about
you? If you could make one wish that would come true, what
would it be?What is one thing you would like to accomplish in your
lifetime?What is something you want to see before you die?Have you ever had something stolen?
SOME COMMON BARRIERS
1. Physiological barriers2. Physical barriers3. Semantic barriers4. Cultural barriers5. Ethical barriers6. Social barriers7. Language barriers8. Emotional barriers9. Organizational barriers
Identifying barriers Communication is about overcoming barriers.
Apparent ‘cause’
Practical Example
Psychological Message from external stakeholder ignored due to ‘groupthink’
Cultural Message from organisation misinterpreted by members of a particular group
Political Message from internal stakeholder not sent because individual is marginalised
Economic Message not available to a public sector organisation due to lack of resources
Technological Message not delivered due to technical failure
Physical Message cannot be heard and visual aids cannot be seen by some members of the audience
Physiological BarriersPhysiological barriers to communication are those that
result from the performance characteristics and limitations of the human body and the human mind.
COMMON BARRIERS TO COMMUNICATION
PERCEPTIONSStereotypesHalo effectsSelective perception
See and hear what we expect Ignore if conflicts with “what we know.”
Projection
What’s your perception?
Many factors affect individuals’ perceptions, such as experience, needs, personality, culture and education. Therefore, people’s perceptions of situations and messages differ.
Perceptual barriers
An individual's subjective viewpoint towards issues/people, which leads to assumptions.
Words can have different meanings to different people, thus blocking communication.
Use of negative words
Barriers to Effective Interpersonal Communication
Overcoming the barriers
Be sensitive to receiver’s point of view. Take him more seriously.
Listen to UNDERSTAND!Learn to use feedback well. Securing proper
feedbackUse direct, simple language, or at least use
language appropriate to the receiver.Learn to use channels well. Using multiple
channels and encoding. Think more clearly about the message.
FILTERING OF DATALOSS OF IMPORTANT DATAUNNECESSARY ADDITIONAL INFO IS
ADDED
BUT HELPFUL SOMETIMES WHEN DONE
DELIBERATELY BY THE MANAGERS.
Memo from CEO to managerAt 11 o’clock today, there will be a total eclipse of the sun. This is when the sun disappears behind the moon for two minutes. Since this is something that is not seen every day, employees have permission to view the eclipse in the parking lot. Staff should meet in the lot at 10 minutes to 11. At that time, I’ll give a brief speech explaining the eclipse. The company will provide safetygoggles for a small fee.
Memo from manager to department head
Today at 10 minutes to 11, all staff should meet in the car park to see the sun disappear for two minutes during a total eclipse.
For a moderate cost, goggles will be provided for safety. The CEO will deliver a short speech beforehand. This is not something that can be seen every day.
Memo from department head to floor manager
Today the CEO will deliver a short speech to make the sun disappear for two minutes during an eclipse.
This is something that happens every day and staff will meet in the car park at 10 or 11. It will be safe, if you pay a moderate cost.
Memo from floor manager to
supervisor
Ten or 11 staff are to go to the car park
where the CEO will eclipse the sun for
two minutes.
This doesn’t happen every day. It will be
safe and, as usual, it will cost you.
Memo from supervisor to staff
Some staff will go to the car park today to see the CEO disappear.
It is a pity this doesn’t happen everyday.
FEEDBACK AS THE BARRIER TO COMMUNICATION
ABSENCE OF FEEDBACK, POOR FEEDBACK
Sometimes feedback itself is the main barrier if not aptly given by the receiver. Eg: sometimes a person is forced to/ thinks appropriate to give a particular type of feedback
KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION
7.Equality oriented. “I have Superiority oriented. some ideas, but do you have “Your suggestion is dumb. any suggestions?” This is the way to handle this
problem.”
8.Flexible. “I have some Closed-minded. “What-questions, but let’s explore ever made you think thatit further.” would work?”
9.Appropriately intimate. Overbearing or aloof.“Since we have known each “I know we just met, but Iother a long time, I’d like really need to tell youto tell you how I feel about something personal.”our relationship.”
Essential of effective communication
Principle of clarity in ideasPrinciple of appropriate languagePrinciple of attentionPrinciple of consistencyPrinciple of adequacyPrinciple of proper timePrinciple of informality
Principle of feedback
Principle of integration
Principle of consultation
Principle of economy
Principle of proper medium
Raju Raju sat on the wall...Raju Raju had a great fall...Balance sheet died...Shareholders cried...
Raju Raju made a fraud
The classic case of miscommunication
THANK YOU
Miscommunication : this joke is only for the boys
There were these identical twins, Jim and John. Jim was the owner of an old dilapidated boat. It just so happened that John’s wife died the same day Jim’s boat sank. A few days later, a kindly old woman saw Jim and mistaking him for John said ”I’m sorry to hear about your loss. You must feel terrible.” Jim, thinking she was talking about his boat said “Fact is I’m sort of glad to be rid of her. She was a rotten old thing from the beginning. Her bottom was all shriveled up and she smelled like an old dead fish. She was always losing her water, she had a bad crack in the back and a pretty big hole in the front too. Every time I used her, the hole got bigger and she leaked like crazy. I guess what finally finished her off was when I rented her to these four guys looking for a good time. I warned them she wasn’t very good, but they wanted to use her anyhow. The fools all tried to get in her at once and she split right up the middle.” The old woman fainted.